Case Study: Bezeq achieves faster, higher-resolution customer service with Wonderful voice AI agents

Bezeq revolutionizes customer service for 5M+ users with voice AI agents

Wonderful partnered with Bezeq, a major telecommunications ISP, to address significant challenges in its customer support operations. The company, which serves over 5 million users, was struggling with high call volumes, operational complexity, and the limitations of its previous IVR and generic AI solutions, which failed to efficiently handle the diverse needs of its customers in a regulated industry.

The solution implemented by Wonderful was a comprehensive voice AI agent platform designed to diagnose and resolve internet issues, schedule technician visits, and intelligently offer service upgrades. The results were substantial, with calls being answered instantly to eliminate long waits, conversation times reduced by 40%, and 75% of cases resolved on the first attempt. This led to a 15% increase in customer satisfaction, demonstrating the significant impact of Wonderful's technology.

Bezeq

Meni Baruch

Chief Technology Officer